1. A Club Coach Approach to Agency Sales Growth ELEANOR HISEY

2. L. Best Practise – A Club Coach Approach to Agency Sales Growth 1.Objective Retain Current Licensees Add Programs to Current Licensees Cancellations Less Than 7% of All active clubs/programs 2.Strategies Consistent Scheduled Points of Contact Manage expectations up front 3.Actions: Manage through Transparent Customer Management System (CRM)

3. 4.Timing: < 90 days from Program/Club service agreement signed to program launch Each coach spends an average of 15 minutes per week per club 5.Target: Existing and new customers 6.Cost: $221. Annual cost per club - $81 per program in Club Coaching L. Best Practise – A Club Coach Approach to Agency Sales Growth

4. 7.Result: 2009 Stats 317 total clubs Operational vs. 28 Club cancels 9% 934 total programs Operational vs. 73 program cancels 8% Program cancel stat includes programs canceled and converted to an alternate format 8.Learnings: Initially programs sold too deep @ POS result in non-productive programs Club Coaching becomes primary point of contact post initial sale L. Best Practise – A Club Coach Approach to Agency Sales Growth

5. Top things to avoid…. 1.Unrealistic expectations (over promising) 2.Making exceptions to known Best Practise just to make the sale 3.Ignoring Existing or Heritage clubs 4.Over consultation on the part of the club coach: ie. suggesting payroll; assisting in recruitment etc. L. Worst Practise – A Club Coach Approach to Agency Sales Growth